Manager Customer Service

Dana S Napierala

Email: ********@*********.***

Address:

City: Milwaukee

State: WI

Zip: 53219

Country: USA

Phone: 414-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Educational Background:

High School Dipolma from Pius XI High School, Milwaukee WI 1/2001 to 6/1997 (HR)

High School Dipolma from Milwaukee Area Technical College, Milwaukee WI 1/2001 to 11/2012

High School Dipolma from Milwaukee Area Technical College, Milwaukee WI 1/2001 to 11/2012

Job History / Details:

Executive Summary

High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Core Qualifications

Computer-savvy

Complex problem solving

Staff training

Supervision and training

Calm under pressure

Salary structure/compensation analysis

Compensation/benefits administration

Change management

Professional Experience

August 2011 to May 2012

AT&T Brookfield, WI

Sr. Specialist

Network Support, Brookfield, WI

Manager: Diya Mehta - 714-***-****

Held responsible for driving improvement in customer service for Wholesale Business Customers nation-wide by managing long duration tickets in the maintenance environment to drive down Mean time to Repair results

Surpassed leadership's expectations by meeting and exceeding established MTTR and G4 goals

Developed strong relationships with all levels of management in Core I&M, GNFO, NDC and within GSA in order to improve customer experience in the maintenance environment

Worked closely with leadership and partner maintenance centers to achieve trouble ticket resolution, process improvements, and standardization.

September 2004 to December 2010

AT&T Network Brookfield, WI

Service Manager

Network Support, Brookfield, WI

Manager - Sandy Sheretts - 615-***-****

Trouble Management related to both internal and external customers

Analyzing and isolating the trouble and either resolving or coordinating resolution with appropriate vendor

Perform appropriate escalations across many levels of the organization and I am accountable for meeting SLA objectives supporting the integrity of ATTLD/MIS products and services

Develop, define, document and maintain all Methods and Procedures associated with work processes

Customer service skills related to conflict resolution, negotiation, and influencing others to ensure complete customer satisfaction.

July 2001 to September 2004

AT&T Milwaukee, WI

Maintenance Administrator

Participated in screening maintenance trouble tickets

Oversaw the responsibilities of Maintenance Administrators

Productively handled special projects

Resolved my coworkers inquiries through coaching Assisted with resolving escalations.

September 1997 to August 2000

Sumner Engineering & Communication Services Cudahy, WI

Human Resource Manager

Responsible for all HR functions, including: Strategic planning, organizational development, staffing, training, benefits administration, Employee Relations, Management Development and Performance Management

Responsible for the creation and consolidation of the human resource department

Responsible for payroll of 100 employees

Created, revised and updated employee handbook, along with revising procedures and policies throughout the company

Participated and implemented in the selection and activation of the 401k program

Assisted with the hiring and training of new employees, including all personnel and drug testing policies

Supervised office staff of 10.

Education

2000 Cardinal Stritch University Brookfield, WI

Human Resource Certification, Human Resource Certification HR

2 years completed toward Human Resource Certication

1997 Milwaukee Area Technical College Oak Creek, WI

Liberal Arts, Liberal Arts

2 years completed of Liberal Arts Courses

2010 Milwaukee Area Technical College Oak Creek, WI

Cisco 1 & 2

Completed Cisco 1 and 2 Courses

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